I am Carla, a service design consultant blending research, strategy and visual thinking to connect meaningful customer experiences with tangible business outcomes.
I'm a service designer based in Melbourne. I started my career in graphic design, but gradually shifted towards human-centred design, qualitative research and strategy.
Today, I combine deep research, systems thinking and visual tools to understand complex contexts, align diverse teams, and design viable, meaningful solutions. I work across product, technology and business teams to connect customer experience with business outcomes.
I'm passionate about designing services that make sense—for people, for organisations, and for the world we live in.
I team up with organisations to understand their customers, find solutions to complex problems and turn ideas into products and services.
I write about design methodologies and dynamics that lead to innovation in complex contexts. I also write about trends and changes in design culture throughout its history.